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GST ROLL OUT- GST FACILITATION CENTER 9
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PROCEEDINGS OF THE COMMISSIONER,COMMERCIAL TAXES DEPARTMENT,
THIRUVANANTHAPURAM
(Present: Dr. Rajan.N. Khobragade. I.A.S)
Sub:- GST- Roll out- Constitution of GST Facilitation Centers at District and State Head Quarters- reg:-
Goods and Service Tax is being rolled out from the 1st July 2017 onwards. All the
officials at respective levels are taking various actions to ensure smooth transition from
VAT regime to GST regime.
GST being a major tax reform in indirect taxation system of the Country, handholding
support from officers to stakeholders for the change in the transformation to the GST is
very important. It is our endeavor to ensure troubleshooting and informing correct
information to all that will enable all to move to GST regime without problems. The
Department had decided to setup Facilitation Centers in all districts and at the head
quarters to support the stakeholders.
Therefore the following orders are issued.
Order No 9/ Commissioner dated 30th June 2017
1. It is hereby ordered to constitute GST Facilitation Centre (GFC) at district and at
State Head Quarters with a view to facilitate GST roll out and mitigate the GST
transition related issues and to provide support to all the stake holders. This
order will take immediate effect.
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2. The GFC at district comprising three officers in two teams will work from 8 AM to
10 PM and at HQ facilitation centre comprising 4 members will work from 8 AM to
10PM.
3. The Dy Commissioners may form the team and forward the list of officers to the
HQ. The DCs may also make arrangements to provide the infrastructure facility
required for the cell as per the Annexure.
4. A video conference of all district GFC and HQ will be held at 6 PM every day to
understand the issues from the field.
5. The detailed guidelines are attached as annexure to this order.
COMMISSIONER
To,
All Joint Commissioners Concerned Deputy Commissioners of the district. GST Cell
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Annexure
FACILITATION CENTERS FOR GST ROLLOUT
1. Introduction
Goods and Service Tax is being rolled out from the 1st July 2017 onwards and the
Department of Commercial Taxes had already taken steps to migrate the existing
dealers to the GST taxation system. Trainings related to the provisions under the GST
ACTs and Rules, operations of GST Central portal are being imparted to the tax officials
and traders. GST is a major tax reform in indirect taxation system of the Country,
support to stakeholders for the change in the transformation to the GST is very
important. The Department had decided to setup Facilitation Centers in all districts and
at the State head quarters to support the stake holders. In order to facilitate and orient
the district teams these guidelines are issued. However the teams may strive to take
efforts and take various approaches which will ensure trouble shooting and facilitate roll
out GST in the field.
2. State HQ Cell
Objective:
Handling of escalated support requests from District GFCs. The State HQ Cell
will receive queries posted through [email protected]. The
questions received are examined to see if it is already answered in the FAQ
maintained by the State HQ Cell. If so the reply available are given directly to the
sender by return e-mail. If not, the question and answer are categorised and
added to the FAQ database.
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As and when any specific quarry is referred to the GFCHQ, they will examine and
details will be shared with the district GFC asking the same and also with all
other 14 districts GFC so that similar issues if asked in future, they will be able to
handle efficiently.
Any query referred to the GFCHQ, they will directly respond to the
individual without wasting any time. And the information will be passed on
to the respective District GFC.
Team Structure: Two teams consisting 2 members in each team. The first team will be
in service from 8 AM to 3 PM and 3 PM to 10 PM for a week and then the next team will
take over for the next week. Likewise the cycle will continue. Asst Commissioner in
consultation with the teams may decide the time slot and days for each member in
rotation.
Team members:
Sl# Name of Officer Designation Team
1. Sri. Murugan Commercial Tax Officer Team A
2. Manesh V K Commercial Tax Inspector Team A
3. Dhanesh N Commercial Tax Inspector Team B
4. Pradeep Kumar Commercial Tax Inspector Team B
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Infrastructure Required: Separate operation space, Telephone lines / mobile
connections, e-mail id, Computer with internet connection, printer or other facilities to be
ensured.
Contact Details:
GST HQ Cell No. 833 0011 255
e-mail: [email protected] This is a general email
e- mail [email protected]
District GFC may send on
this email so that it will be
easy to communicate in a
group with all.
Reference material:
The District HQ Cell team shall have the following reference documents in softcopy /
hardcopy for effectively answering the queries raised.
Sl# Reference materials
1. CGST Act and Rules
2. SGST Act and Rules
3. IGST Act and Rules
4. GST Migration Manual
5. GST Compensation to States Act and Rules
6. Chapter-wise GST Rates
7. GST ITC Rules
8. GST Valuation Rules
9. GST FAQ in English and Malayalam
10. GST Transition Rules
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List of Government websites giving information on GST:
Sl# Website URL
1. https://www.gst.gov.in/help/helpmodules/
2. http://www.cbec.gov.in/htdocs-cbec/gst/index
3. http://www.keralataxes.gov.in/
4. https://aces.gov.in
5. https://tutorial.gst.gov.in
3. District HQ Cell
Objective: Handling of support requests from the district stakeholders – Dealers,
Officers, general public etc. over phone, e-mail and in person and preparation of FAQs.
Team Structure: The GST cell functioning at district level have officers capable of
handling both technical and functional queries and the present team may work as two
teams and the teams will be available for service for a week in cycles.
Infrastructure Required: Separate operation space, Telephone lines / mobile
connections, e-mail id, Computer with internet connection, materials on GST Law /
Migration in Softcopy/Hardcopy.
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Sl# District
District HQ
Cell contact
No.
E-mail Address Team Members
1. TVPM 8330011240 [email protected]
1. Smt. SulaJa
2. Shri. Shine
3. Shri.K Shahul Hameed
4. Shri. S V Ajilkumar
2. KLM 8330011241 [email protected]
1. Shri. Saji A Miranda
2. Shri. P Johnson
3. Shri. S S Sujith
4. Shri S Shibu
3. PTA 8330011242 [email protected]
1. Shri. S Harikumar
2. Shri. P Ajith
3. Shri. N S Zacharia
4. Shri. Bobby Oommen
4. ALP 8330011243 [email protected]
1. Shri. Francis Damien
2. Smt. J V Jayasree
3. Shri. D Sethumadhavan
4. Shri. H Navas
5. Shri. T Manoj
5. KTYM 8330011244 [email protected]
1. Shri. Prasanth Gopal
2. Shri. R Arun
3. Shri. Joy Joseph
4. Shri T J Vinod
6. IDUKKI 8330011245 [email protected]
1. Smt. Jessamma
2. Shri. Joy Joseph
3. Shri. P S Joseph
4. Shri. T C Abraham
7. EKM 8330011246 [email protected]
1. Shri. V G Reghunath
2. Shri. P Jayasankar
3. Shri. B B Ramesan
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4. Shri. K Prasad
8. MATTY 8330011247 [email protected]
1. Shri. K S Anilkumar
2. Smt. K Anitha
3. Shri. K R Sreeramanan
4. Shri. T G Suresh Babu
9. TSR 8330011248 [email protected]
1. Shri. A V Suresh
2. Shri. K Jayakumar
3. Shri. R Rajesh
4. Shri. T Francy Jose
5. Shri. N V Vipin
10. PKD 8330011249 [email protected]
1. Shri. K Mansoorali
2. Smt. P K Saharbhanu
3. Shri P K Santhosh
4. Shri. B Shamsudheen
11. MLP 8330011250 [email protected]
1. Shri. K Abdul Latheef
2. Shri. Muhammedali
Pothukadan
3. Shri. K Mushthak Ali
4. Shri. C T Siyad
12. KKD 8330011251 [email protected]
1. Shri. Madhu N Panicker
2. Shri. K Krishnakumar
3. Shri. Jino Antony
4. Shri. Shijoy James
13. WYND 8330011252 [email protected]
1. Shri. T Manoj
2. Smt. T K Geetha
3. Smt. K R Preethi
4. Shri. Gireeshkumar
14. KNR 8330011253 [email protected]
1. Shri. C M Sunilkumar
2. Smt. R E Sreevalsa
3. Shri. Muhammad Ashraf
Appattilath
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4. Shri. M P Shamsuddeen
15 KSGD 8330011254 [email protected]
1. Shri. A V Prabhakaran
2. Shri. A Krishnan Nair
3. Shri. Rameshan Kollikara
4. Shri. P V Retnakaran
5. Shri. Vinodraj Eruvat
4. Things to do by the Cell 4.1 District HQ Cell
FAQ Preparation: The Query recipient shall greet the caller and listen to the query
carefully. If the question is already included in the FAQ available, the call is to be
answered immediately. If not, categorise the calls received based on nature of query.
After call is attended the recipient shall decide whether the query is related to already
existing category or a new category is to be created. Record the query under the
appropriate category. The Senior Officer in the District HQ Cell shall examine the
queries and prepare the answers to the queries and distribute to the team. Unanswered
queries shall be recorded separately and forwarded to State HQ Cell for obtaining
answers. The updated FAQs shall be forwarded to the State HQ Cell.
4.2 State HQ Cell
FAQ Preparation: The Query recipient shall greet the caller and listen to the query
carefully. Categorise the calls based on nature of query. After call is attended the
recipient shall decide whether the query is related to already existing category or a new
category is to be created. Record the query under the appropriate category. The Senior
Officer in the State HQ Cell shall examine the queries and prepare the answers to the
queries and distribute to the team. The HQ Team shall also collect the FAQ received
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from district HQ Cells and incorporate the FAQ with the State HQ Cell FAQ. The
updated FAQs shall be vetted by the GST Cell and published for the benefit of all
stakeholders.
5. Protocol of handling the queries.
The protocol for handling of queries shall be as follows.
1. All District HQ Cell numbers and e-mail shall be given vide publicity in the
respective districts among all stakeholders.
2. The GST District HQ Cell shall receive the queries over phone and e-mail. The calls
received over phone shall be replied by the GST District HQ cell immediately in
reference to the FAQs prepared. At the end of the call the Stakeholders may be
requested to go through the FAQs published. If the query could not be answered
over phone, it shall be recorded and answers may be prepared. The caller may be
called back if possible on the same day itself to convey the reply. The queries
received by e-mail shall be replied on the same day. If the District HQ team unable
to answer the query, the same may be forwarded to the State HQ Team. The State
HQ team will examine the query and give a reply to the call directly and inform the
District HQ team regarding the same.
3. Those queries that cannot be answered by the State HQ Team will be referred to
the expert opinion of the GST Cell. GST Cell shall examine the questions and
decide whether policy decisions are required on the matter. Once the answers are
framed, the same is communicated to the caller directly by the experts and to the
GFC HQ .
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5. Flow Diagram - State Head Quarter Cell 5.1 Receive call from dealers / public
Receive direct calls from
dealers / public
Available in
FAQ
Reply to the Caller
end
Yes
Check with reference
materials
Policy
decision
required
Obtain Expert opinion
from GST Cell
Reply to the Caller
end
No
Answer Call
Update FAQ
end
Yes
No
A
Update FAQ
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5.2 Receive e-mails from dealers / general public
Receive e-mail from
dealers / public
Available in
FAQ
Reply to the query
by e-mail
end
Yes
Check with reference
materials
Policy
decision
required
Obtain Expert opinion
from GST Cell
Reply to the query by
end
No
Reply by e-mail
Update FAQ
end
Yes
No
B
Update FAQ
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5.3 Escalated query from District GFC
Receive escalated calls /
e-mail from District GFC
Available in
FAQ
Reply to the Caller over
phone / email
end
Yes
Check with reference
materials
Policy
decision
required
Obtain Expert opinion
from GST Cell
Reply to the Caller over
phone / email
No
Answer Call
Update FAQ
end
Yes
No
C
Update FAQ
end
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5.4 Support Request in Person
Understand the Query by
interaction
Available in
FAQ
Explain the answer to
the query directly
end
Yes
Check with reference
materials
Policy
decision
required
Register query and
send to GST Cell
Contact the requester
and give reply
No
Answer Call
Update FAQ
end
Yes
No
Update FAQ
end
D
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6. District HQ Facilitation Cell 6.1 Receive Calls from public
Receive Calls from Dealers /
Public
Available in
FAQ
Reply to the Call
over phone
end
Check with reference
materials
Need
Escalation
to GST Cell
Escalate to GST Cell
and get reply
Reply to the Caller
over phone
end
Yes
No
Update FAQ &
report to State Cell
Yes No
end
Update FAQ
E
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6.2 Receive Query by e-mail
Receive query by e-mail from
Dealers / Public
Available in
FAQ
Reply query by e-
end
Check with reference
materials
Need
Escalation
to GST Cell
Escalate to GST Cell
and get reply
Reply to the e-mail
end
Yes
No
Update FAQ &
send to State Cell
Yes No
end
Update FAQ
F
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6.3 Support request in person
Understand the query by personal
interaction
Available in
FAQ
Explain the
answer in person
end
Check with reference
materials
Need
Escalation
to GST Cell
Escalate to GST Cell
Contact the requester
and give reply
Explain the answer
to the requester
end
end
Yes
No
Update FAQ & send to
District GFC
G